Service basics

Bag code: HUMTT27630021 Days: 6 days "Today’s training: 5 hours" Time: 30 training hours Targeted participants: Employees in the tourism sector Program overview: This program revolves around the basics of service (definition – types – characteristics – objectives – positives – negatives .. etc.) and will be presented through the following units: First training unit: Introduction to the concept of service Second training unit: Elements of distinguished service Third training unit: Stages of serving event guests Fourth training unit: Types of guests Fifth training unit: Communication skills Sixth training unit: Etiquette and protocol Program objectives: - To enable the trainee to understand the concept of service - To differentiate the trainee between types of tourism services - To familiarize the trainee with service in the event industry - To introduce the trainee to service in the hotel industry - To introduce the trainee to service in the food and beverage industry - To realize the importance of providing service in making guests happy - To clarify the traits of services offered in the tourism industry - To make the trainee aware of quality in service delivery - To inform the trainee about services provided to event guests - To understand the reasons for declining guest service in hotels - To introduce the trainee to the arrival stage - To introduce the trainee to the departure stage - To list the types of guests - To understand problem-solving methods - To explain the trainee the definition of communication - To apply direct communication - To identify obstacles to effective communication - To understand how to communicate with the team - To explain the definition and concept of etiquette - To learn how to master the art of etiquette - To learn the art of etiquette in conversation - To observe the art of listening etiquette - To understand the definition of protocol - To apply VIP services Program topics: First unit: (Introduction to the concept of service) - Concept of service - Brief history of service development - Types of tourism services - Service in the event industry - Service in the hotel industry - Service in the food and beverage industry - The importance of providing service in making guests happy - Traits of services offered in the tourism industry Second unit: (Elements of distinguished service) - Quality in service delivery - Services provided to event guests - Reasons for declining guest service in hotels Third unit: (Stages of serving event guests) - Arrival stage - Departure stage Fourth unit: (Types of guests) - Types of guests - Problem-solving Fifth unit: (Communication skills) - Definition of communication - Direct communication - Indirect communication - Obstacles to effective communication - Communicating with the team Sixth unit: (Etiquette and protocol) - Definition and concept of etiquette - How to learn the art of etiquette - Art of etiquette in conversation - Art of listening etiquette - Art of greeting and handshaking - Definition of protocol - VIP services Bag contents: - PowerPoint: 73 - Trainer’s guide: 113 - Trainee’s guide: 103 - Profile file: 4 - Activity bag: 12 - Mind maps: 1 - Photos: 25 - Videos: 12 - References: 4 - Trainee data form: 3 - Brochure: 1 - Bag contents overview: 12 - Training bag template: Please click here to view the training bag template